THE SATISFACTION LEVEL OF PUBLIC TRANSPORT USER IN JOHOR BAHRU TOWN AREA: A CASE STUDY OF TAXI TRANSPORTATION

Abstract

The purpose of the research is to study about the satisfaction level of public transport users in Johor Bahru town area: a case study of taxi transportation. Another purpose that support this research is identifying the relationship between driver behavior, vehicle condition and fares (meter) whether give influence toward the level of passenger satisfaction of taxi service and develop the way how to improve the taxi service in Johor Bahru. We need to identify the level of passenger satisfaction about the taxi service and improve their performance. It is because from previous from The Expert Magazine, show the Malaysia taxi are among the worst in the world in term of quality, courtesy, availability and expertise. The purpose the research to identify the level of passenger satisfaction and from there we can improve the taxi performance. The better taxi service can increase the image of taxi service and the other public transport in Malaysia, especially in Johor Bahru. The research was divided into three aspects of taxi that is taxi vehicle, driver behavior and fare. In term of taxi vehicle include the scope of condition of vehicle, availability, cleanliness comfort, and safety. Based on the driver behavior, those involve the driver appearances, friendliness, knowledge of route, driver attitude, and willingness to help. Lastly, in term of fare that involve the meter usage from driver. The result from this research hope can help the taxi transportation to know the feedback from their customer about their service.